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Program Manager - Long Term Care Transformation

John Hancock

John Hancock

Boston, MA, USA
Posted on Wednesday, February 21, 2024

We are a leading financial services provider committed to making decisions easier and lives better for our customers and colleagues around the world. From our environmental initiatives to our community investments, we lead with values throughout our business. To help us stand out, we help you step up, because when colleagues are healthy, respected and meaningfully challenged, we all thrive. Discover how you can grow your career, make impact and drive real change with our Winning Team today.

Working Arrangement


Job Description

John Hancock is a unit of Manulife Financial Corporation, a leading international financial services group offering insurance and wealth management solutions in the US, Canada, Europe, and Asia.

We are on a transformational journey. We want to remove complexity from the financial services industry, to make people’s lives better by helping to make their decisions easier. Being part of this transformation is hugely exciting and offers talented, ambitious people an outstanding opportunity to build a career. We value innovation and have a proven track-record, with a unique behavioral insurance offering that rewards customer for living a longer, healthier life.

Within the Long-Term Care business of John Hancock, we seek to empower our customers to age on their own terms and to live healthier, better lives by digitally redefining the LTC experience, while realizing significant shareholder value for Manulife. In alignment with this mission statement, we are looking for a proven leader to support program delivery of Long-Term Care Transformation.

We are seeking a leader with strong business knowledge and experience in implementing sophisticated, multi-year programs which reinvent customer experiences. The Program Lead for the LTC Transformation, is a critical to the execution of our LTC strategy objectives.

This is a unique opportunity to lead a highly visible strategic initiative with significant revenue potential.

This job description does not represent a comprehensive listing of job duties that are required of the employee performing this role. We reserve the right to change duties or assign additional duties at any time with or without notice.

Reporting directly to the Head of LTC Customer Care Transformation, the LTC Program Lead will partner with Program Directors and the Head of LTC Transformation to drive forward the critical outcomes of the program. This roll-up your sleeves resource is:

  • Accountable for owning all of the reporting and supervising elements of the program including but not limited to initiative plans, budgets, KPIs, resource demand/capacity planning etc.
  • This resource partners closely with the Program Director, Workstream Leads, and relevant partners to ensure transparency into the details, progress, risks, issues etc. associated with a central initiative.
  • Finally, this resources works to empower delivery teams, accelerating delivery, through an appropriate balance of business agility and governance.

Key Accountabilities

  • Drive the delivery of LTC initiatives with strategic impact on business ensuring business benefits are realized; including:
  • Develop and manage a coordinated plan for the initiative, ensuring key metrics and success criteria are developed
  • Lead program management activities such as achievement and impact planning, progress reviews and approvals, budget planning and management
  • Manage and supervise program financials
  • Catalogue, manage and monitor issues and risks
  • Own progress and management reporting; providing a well-rounded and objective view of results
  • Act as a change agent to build awareness and vision

Job Requirements:

  • Proven experience driving groundbreaking outcomes with new/emerging technologies requiring innovation and a test/learn/pivot approach.
  • Proven experience driving innovation within well-established organizations looking to move to the next level of success
  • Proven experience working with cross-functional agile teams and projects
  • 5+ years of program management experience
  • Proven track record to probe for understanding of risks and issues to ensure transparency and supports achievement of business objectives
  • Excellent critical thinking and problem-solving skills to form actionable plans. Proven experience as a creative and entrepreneurial approach with the ability to challenge the status quo to drive significant change
  • Highly self-directed and comfortable thinking through disparate processes, systems, solutions and areas to leverage enterprise linkages to support successful change
  • Ability to influence without direct authority, and highly effective negotiation and teamwork skills; shown success in building and managing relationships
  • Excellent customer focus and dedication to quality while still meeting deadlines
  • Strong financial savvy, with an ability to understand key metrics and their relation to business drivers
  • Bachelor’s degree

What can we offer:

  • A competitive salary and benefits packages.
  • We offer a growth trajectory that extends upward and outward, encouraging you to follow your passions and learn new skills!
  • A focus on growing your career path with us.
  • Flexible work policies and strong work-life balance.
  • Professional development and leadership opportunities.

Our commitment:

  • Values-first culture
    We lead with our Values every day and bring them to life together.
  • Boundless opportunity
    We build opportunities to learn and grow at every career stage.
  • Continuous innovation!
    We invite you to help redefine the future of financial services.
  • Delivering the promise of Diversity, Equity and Inclusion
    We foster an inclusive workplace where everyone thrives.
  • Championing Corporate Citizenship
    We build a business that benefits all partners and has a positive social and environmental impact.

This a hybrid role based in our Boston offices, and will required you to work 3x per week in office (Tues, Weds, Thurs)



About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services group that helps people make their decisions easier and lives better. With our global headquarters in Toronto, Canada, we operate as Manulife across our offices in Asia, Canada, and Europe, and primarily as John Hancock in the United States. We provide financial advice, insurance, and wealth and asset management solutions for individuals, groups and institutions. At the end of 2022, we had more than 40,000 employees, over 116,000 agents, and thousands of distribution partners, serving over 34 million customers. At the end of 2022, we had $1.3 trillion (US$1.0 trillion) in assets under management and administration, including total invested assets of $0.4 trillion (US $0.3 trillion), and segregated funds net assets of $0.3 trillion (US$0.3 trillion). We trade as ‘MFC’ on the Toronto, New York, and the Philippine stock exchanges, and under ‘945’ in Hong Kong.

Manulife is an Equal Opportunity Employer

At Manulife/John Hancock, we embrace our diversity. We strive to attract, develop and retain a workforce that is as diverse as the customers we serve and to foster an inclusive work environment that embraces the strength of cultures and individuals. We are committed to fair recruitment, retention, advancement and compensation, and we administer all of our practices and programs without discrimination on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, religion or religious beliefs, creed, sex (including pregnancy and pregnancy-related conditions), sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other ground protected by applicable law.

It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Manulife/John Hancock policies. To request a reasonable accommodation in the application process, contact recruitment@manulife.com.

Salary & Benefits

The annual base salary for this role is listed below.

Primary Location

Boston, Massachusetts

Salary range is expected to be between

$86,325.00 USD - $155,385.00 USD

If you are applying for this role outside of the primary location, please contact recruitment@manulife.com for the salary range for your location. The actual salary will vary depending on local market conditions, geography and relevant job-related factors such as knowledge, skills, qualifications, experience, and education/training. Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance.

Manulife/John Hancock offers eligible employees a wide array of customizable benefits, including health, dental, mental health, vision, short- and long-term disability, life and AD&D insurance coverage, adoption/surrogacy and wellness benefits, and employee/family assistance plans. We also offer eligible employees various retirement savings plans (including pension/401(k) savings plans and a global share ownership plan with employer matching contributions) and financial education and counseling resources. Our generous paid time off program in the U.S. includes up to 11 paid holidays, 3 personal days, 150 hours of vacation, and 40 hours of sick time (or more where required by law) each year, and we offer the full range of statutory leaves of absence.

Know Your Rights I Family & Medical Leave I Employee Polygraph Protection I Right to Work I E-Verify I Pay Transparency

Company: John Hancock Life Insurance Company (U.S.A.)